***** Incident on my account - No Feedback

I found out that a ********** upgrade was conducted on my account and I contacted Vodacom immediately after sms's were sent to me advising of the upgrade. I called the customer care on 24 January 2015. They advised me to go to the police station for an affidavit and then send it through. I sent it through as advised. Three days later, I called Vodacom again and they told me that my incident hasn't been captured or reported. The agent said he would report it and that they will contact me in 2days time. Saturday morning (4 days later) not one contacted me. Vodacom is expecting me to pay for a device I don't have? because of their flawed processes? Firstly, the ***** is not my fault, they don't have processes to rectify this, the call centre staff is ***********. I went to a Vodacom shop @the Mall@Reds in Centurion and still didn't get any assistance. It is a waste of time, money and energy for something that I am not responsible for. I did my part as a customer but they are not acting up. Next thing when I don't pay for that ********** upgrade, they will blacklist me? This is just crazy and I am really furious and frustrating